Customer Service Representative (UAE National)

Job Purpose

To manage all rental activities at the assigned location and perform duties in accordance with company policies, procedures, and management guidelines.

Key Responsibilities

• Deliver an exceptional rental experience to customers by adopting industry best practices.
• Consistently achieve sales targets by maximising vehicle utilisation.
• Liaise with relevant departments to ensure vehicles are available on time and customers experience a seamless rental process.
• Provide outstanding customer service to enhance brand reputation and customer loyalty.
• Manage short-term rentals on a daily, weekly, and monthly basis in full compliance with company policies and procedures.
• Collect outstanding customer payments, including rental and non-rental charges.
• Ensure compliance with rental procedures, including vehicle check-out and check-in processes, and maintain accurate documentation.
• Manage cash register closure and variance reconciliation in line with audit requirements.
• Monitor and achieve Customer Satisfaction Index (CSI) targets by effectively managing all relevant KPIs.
• Respond promptly to customer enquiries and requests, ensuring vehicles are delivered within the agreed timelines through coordination with the distribution team.
• Coordinate with the Service Scheduler to manage customer service requests, including accidents, breakdowns, repairs, and maintenance requirements.
• Liaise with workshops to ensure vehicles are serviced and repaired within agreed turnaround times (TAT).
• Resolve customer complaints professionally and implement sustainable solutions to prevent recurrence.
• Accurately enter customer information and related data into company systems, including the relevant police systems (DPDS & TARS).
• Manage branch register activities, including closure and variance clearance.
• Process inbound rental bookings received from travel agents and other business partners.
• Support the adoption and promotion of new digital tools and features in line with market trends and business requirements.
• Contribute to workshop business growth by collaborating with Service Advisors and supporting sales initiatives.

Educational Qualifications

• Bachelor's degree or equivalent qualification.

Experience

• Minimum of 3 years' experience in a similar role, preferably within the automotive, rental, or customer service industry.

Competencies

• Professional and customer-focused approach with excellent interpersonal skills.
• Strong communication skills in both verbal and written formats.
• Resilient, adaptable, and capable of handling challenging situations effectively.
• Strong problem-solving and customer service orientation.
• Ability to work collaboratively as part of a team.

Languages

• Arabic (preferred)
• English (required)